AI Support Operations Manager

Role overview Run the day-to-day support system built around a customer-facing AI agent, its Help Center content, and a feedback loop for improving both. You will investigate where the AI falls short, turn findings into content or operational fixes, and measure whether those changes improve support outcomes. The role has defined decision-making authority and escalation paths, and calls for close coordination with teams that depend on support systems.

Responsibilities - Monitor and improve the performance of a production support AI agent; experience with Intercom Fin is especially relevant. - Own customer-facing Help Center content end to end, including its organization, accuracy, verification, and suitability for AI retrieval. - Trace incorrect or missing answers through retrieval, source content, and product behavior to identify root causes. - Use small, measurable experiments to evaluate changes before expanding them. - Share risks and recommendations clearly through agreed channels, and coordinate with partner teams on work that touches their systems. - Document processes and train others so essential support operations do not depend on one person.

Requirements - Three to five or more years in support operations, customer experience operations, knowledge management, or conversational AI operations. - Hands-on responsibility for a production AI support agent; comparable experience with tools such as Ada, Forethought, or Decagon is relevant. - Proven ownership of customer-facing help content, including taxonomy, structured authoring, content verification, and writing for AI retrieval. - Analytical approach to troubleshooting AI responses and demonstrating the evidence behind a root-cause finding. - Regular use of AI-assisted workflows and an experimental approach: form a hypothesis, test, measure, and scale. - Direct, respectful collaboration, sound judgment about scope, and a habit of documenting and sharing operational knowledge.

Benefits and work setup - Remote role. Compensation includes an annual base range of $98,000–$115,000, plus eligibility for a discretionary company bonus, equity awards, and benefits. - Listed benefits include medical, dental, and vision coverage with an employer subsidy; disability and life insurance; family-planning support; wellness resources; flexible time off; paid parental and military leave; holidays; a sabbatical program; and a 401(k) match after six months.